Latest Contact Center Best Practices

The vast majority of today’s contact centers use scripting in some way, shape, or form. With the ability to guide agents throughout each customer interaction the feature offers businesses a number of benefits, including:

Uniformity across all consumer interactions

On-the-go training

Notification of cross-selling opportunities

Compliance with industry standards

Reduced average handling time

In fact, call center scripts have shown to improve agent productivity by approximately 36% and increase first call resolution rates by 17%.